Operations Excellence Specialist

5 days ago

Vadodara, Gujarat, India beBeeAudit Full time ₹ 90,00,000 - ₹ 1,20,00,000
Quality Assurance Expert

The ideal candidate will enhance Advisor productivity within the organization by facilitating Best-in-Class Call Audits, Audit Documentation & feedback.

Key Responsibilities:

  • Quality Audit professional with hands-on experience in all aspects of contemporary Conversion centric (Sales Process) Call Audits.
  • Monitor and evaluate inbound and outbound sales calls for adherence to quality standards and compliance.
  • Provide detailed feedback and recommendations to Outreach Advisors for continuous improvement.
  • Document call assessments, identify trends, and report on key performance indicators (KPIs).
  • Collaborate with the training team to develop coaching programs based on audit findings.
  • Assist in creating and updating quality guidelines and performance criteria.
  • Ensure compliance with company policies, procedures, and relevant regulations.
  • Work with management to identify areas for process optimization and improved customer interactions.

Requirements:

  • Bachelor's degree or equivalent experience in a relevant field.
  • Proven experience 3+ years as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center.
  • Strong understanding of consultative sales processes in a high-ticket sales environment and Inside Sales Outreach operations.
  • Excellent analytical and observation skills.
  • Effective communication and feedback delivery.
  • Proficiency in using call monitoring tools and CRM software.

Familiarity with EdTech industry standards is beneficial.

Key Skills:

Call Quality Audit

· Consultative Sales Process Knowledge

· Delivering Feedback

· Critical thinking

· Coach & develop teams

· Growth mindset

· Conflict resolution

· Decision Making

Technical Skills:

MS Office applications like Excel, PowerPoint, Planner, etc.

· Reporting skills for formulating and basic automation, trend analysis using Excel

· Working knowledge of any tools/applications to implement instructional design process – preferred

· Working Knowledge of Salesforce is an added advantage

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